---
_id: '61310'
abstract:
- lang: eng
  text: "Service systems engineering relies on structured, top-down approaches to
    designing and\r\ninnovating service systems. In today’s dynamic environments—shaped
    by digital transformation,\r\nevolving provider–user interactions, and shifting
    societal demands—these approaches face limitations in enabling continuous, context-sensitive
    innovation. Continuous Value Shaping emerges as a conceptual extension to service
    systems engineering, promoting more adaptive and co-evolutionary forms of service
    system development. This study examines how Continuous Value Shaping manifests
    through a multiple case study of three public sector projects. We identify distinct
    manifestations and constellations of the concept’s principles that complement
    classical\r\nSSE practices. As the first empirical exploration of Continuous Value
    Shaping, the study refines its\r\nconceptual foundation and enhances its accessibility
    for researchers and practitioners. We conclude with seven empirically derived
    propositions that inform future service systems engineering initiatives and demonstrate
    how Continuous Value Shaping supports the dynamic alignment of service systems
    with societal and systemic demands."
author:
- first_name: Jannika Marie
  full_name: Schäfer, Jannika Marie
  id: '74374'
  last_name: Schäfer
- first_name: Polina
  full_name: Rajko, Polina
  last_name: Rajko
- first_name: Daniela
  full_name: Angelova, Daniela
  last_name: Angelova
- first_name: Tilo
  full_name: Böhmann, Tilo
  last_name: Böhmann
citation:
  ama: 'Schäfer JM, Rajko P, Angelova D, Böhmann T. From Engineering to Shaping: A
    Multiple Case Study on Advancing Service Systems Engineering through Continuous
    Value Shaping. In: <i>Proceedings of the 59th Hawaii International Conference
    on System Sciences (HICSS 2026)</i>. Association for Information Systems (AIS),
    IEEE Computer Society Press, University of Hawaii (Manoa); 2026.'
  apa: 'Schäfer, J. M., Rajko, P., Angelova, D., &#38; Böhmann, T. (2026). From Engineering
    to Shaping: A Multiple Case Study on Advancing Service Systems Engineering through
    Continuous Value Shaping. <i>Proceedings of the 59th Hawaii International Conference
    on System Sciences (HICSS 2026)</i>. 59th Hawaii International Conference on System
    Sciences (HICSS 2026), Maui, Maui, Hawaii, USA.'
  bibtex: '@inproceedings{Schäfer_Rajko_Angelova_Böhmann_2026, place={Maui, Hawaii,
    USA}, title={From Engineering to Shaping: A Multiple Case Study on Advancing Service
    Systems Engineering through Continuous Value Shaping}, booktitle={Proceedings
    of the 59th Hawaii International Conference on System Sciences (HICSS 2026)},
    publisher={Association for Information Systems (AIS), IEEE Computer Society Press,
    University of Hawaii (Manoa)}, author={Schäfer, Jannika Marie and Rajko, Polina
    and Angelova, Daniela and Böhmann, Tilo}, year={2026} }'
  chicago: 'Schäfer, Jannika Marie, Polina Rajko, Daniela Angelova, and Tilo Böhmann.
    “From Engineering to Shaping: A Multiple Case Study on Advancing Service Systems
    Engineering through Continuous Value Shaping.” In <i>Proceedings of the 59th Hawaii
    International Conference on System Sciences (HICSS 2026)</i>. Maui, Hawaii, USA:
    Association for Information Systems (AIS), IEEE Computer Society Press, University
    of Hawaii (Manoa), 2026.'
  ieee: 'J. M. Schäfer, P. Rajko, D. Angelova, and T. Böhmann, “From Engineering to
    Shaping: A Multiple Case Study on Advancing Service Systems Engineering through
    Continuous Value Shaping,” presented at the 59th Hawaii International Conference
    on System Sciences (HICSS 2026), Maui, Maui, Hawaii, USA, 2026.'
  mla: 'Schäfer, Jannika Marie, et al. “From Engineering to Shaping: A Multiple Case
    Study on Advancing Service Systems Engineering through Continuous Value Shaping.”
    <i>Proceedings of the 59th Hawaii International Conference on System Sciences
    (HICSS 2026)</i>, Association for Information Systems (AIS), IEEE Computer Society
    Press, University of Hawaii (Manoa), 2026.'
  short: 'J.M. Schäfer, P. Rajko, D. Angelova, T. Böhmann, in: Proceedings of the
    59th Hawaii International Conference on System Sciences (HICSS 2026), Association
    for Information Systems (AIS), IEEE Computer Society Press, University of Hawaii
    (Manoa), Maui, Hawaii, USA, 2026.'
conference:
  end_date: 2026-01-09
  location: Maui, Maui, Hawaii, USA
  name: 59th Hawaii International Conference on System Sciences (HICSS 2026)
  start_date: 2026-01-06
date_created: 2025-09-16T13:55:52Z
date_updated: 2026-02-05T06:57:02Z
department:
- _id: '195'
jel:
- M15
keyword:
- Continuous Value Shaping
- Service Systems Engineering
- Service Science
- Public Sector
- Service Innovation
language:
- iso: eng
place: Maui, Hawaii, USA
project:
- _id: '1250'
  name: 'SHAPE : Gestaltung von Dienstleistungsentwicklungsprozessen und lnnovationspartnerschaften
    mit Unternehmen'
publication: Proceedings of the 59th Hawaii International Conference on System Sciences
  (HICSS 2026)
publication_status: published
publisher: Association for Information Systems (AIS), IEEE Computer Society Press,
  University of Hawaii (Manoa)
quality_controlled: '1'
status: public
title: 'From Engineering to Shaping: A Multiple Case Study on Advancing Service Systems
  Engineering through Continuous Value Shaping'
type: conference
user_id: '74374'
year: '2026'
...
---
_id: '4684'
abstract:
- lang: eng
  text: Recent years have seen the emergence of physical products that are digitally
    networked with other products and with information systems to enable complex business
    scenarios in manufacturing, mobility, or healthcare. These “smart products”, which
    enable the co-creation of “smart service” that is based on monitoring, optimization,
    remote control, and autonomous adaptation of products, profoundly transform service
    systems into what we call “smart service systems”. In a multi-method study that
    includes conceptual research and qualitative data from in-depth interviews, we
    conceptualize “smart service” and “smart service systems” based on using smart
    products as boundary objects that integrate service consumers’ and service providers’
    resources and activities. Smart products allow both actors to retrieve and to
    analyze aggregated field evidence and to adapt service systems based on contextual
    data. We discuss the implications that the introduction of smart service systems
    have for foundational concepts of service science and conclude that smart service
    systems are characterized by technology-mediated, continuous, and routinized interactions.
article_type: original
author:
- first_name: Daniel
  full_name: Beverungen, Daniel
  id: '59677'
  last_name: Beverungen
- first_name: Oliver
  full_name: Müller, Oliver
  id: '72849'
  last_name: Müller
- first_name: Martin
  full_name: Matzner, Martin
  last_name: Matzner
- first_name: Jan
  full_name: Mendling, Jan
  last_name: Mendling
- first_name: Jan
  full_name: vom Brocke, Jan
  last_name: vom Brocke
citation:
  ama: Beverungen D, Müller O, Matzner M, Mendling J, vom Brocke J. Conceptualizing
    smart service systems. <i>Electronic Markets</i>. 2019;29:7-18. doi:<a href="https://doi.org/10.1007/s12525-017-0270-5">10.1007/s12525-017-0270-5</a>
  apa: Beverungen, D., Müller, O., Matzner, M., Mendling, J., &#38; vom Brocke, J.
    (2019). Conceptualizing smart service systems. <i>Electronic Markets</i>, <i>29</i>,
    7–18. <a href="https://doi.org/10.1007/s12525-017-0270-5">https://doi.org/10.1007/s12525-017-0270-5</a>
  bibtex: '@article{Beverungen_Müller_Matzner_Mendling_vom Brocke_2019, title={Conceptualizing
    smart service systems}, volume={29}, DOI={<a href="https://doi.org/10.1007/s12525-017-0270-5">10.1007/s12525-017-0270-5</a>},
    journal={Electronic Markets}, publisher={SpringerNature}, author={Beverungen,
    Daniel and Müller, Oliver and Matzner, Martin and Mendling, Jan and vom Brocke,
    Jan}, year={2019}, pages={7–18} }'
  chicago: 'Beverungen, Daniel, Oliver Müller, Martin Matzner, Jan Mendling, and Jan
    vom Brocke. “Conceptualizing Smart Service Systems.” <i>Electronic Markets</i>
    29 (2019): 7–18. <a href="https://doi.org/10.1007/s12525-017-0270-5">https://doi.org/10.1007/s12525-017-0270-5</a>.'
  ieee: 'D. Beverungen, O. Müller, M. Matzner, J. Mendling, and J. vom Brocke, “Conceptualizing
    smart service systems,” <i>Electronic Markets</i>, vol. 29, pp. 7–18, 2019, doi:
    <a href="https://doi.org/10.1007/s12525-017-0270-5">10.1007/s12525-017-0270-5</a>.'
  mla: Beverungen, Daniel, et al. “Conceptualizing Smart Service Systems.” <i>Electronic
    Markets</i>, vol. 29, SpringerNature, 2019, pp. 7–18, doi:<a href="https://doi.org/10.1007/s12525-017-0270-5">10.1007/s12525-017-0270-5</a>.
  short: D. Beverungen, O. Müller, M. Matzner, J. Mendling, J. vom Brocke, Electronic
    Markets 29 (2019) 7–18.
date_created: 2018-10-12T08:24:45Z
date_updated: 2024-04-18T12:55:05Z
ddc:
- '380'
department:
- _id: '195'
doi: 10.1007/s12525-017-0270-5
file:
- access_level: closed
  content_type: application/pdf
  creator: dabe
  date_created: 2024-04-18T12:53:07Z
  date_updated: 2024-04-18T12:53:07Z
  file_id: '53575'
  file_name: Beverungen_et_al-Conceptualizing_Smart_Service_Systems.pdf
  file_size: 599681
  relation: main_file
  success: 1
file_date_updated: 2024-04-18T12:53:07Z
has_accepted_license: '1'
intvolume: '        29'
jel:
- L8
keyword:
- Boundary object
- Internet of things
- Service science
- Smart products
- Smart service
language:
- iso: eng
page: 7-18
project:
- _id: '1070'
  call_identifier: MSCA-RISE-2014
  grant_number: '645751'
  name: 'RISE_BPM: Propelling Business Process Management by Research and Innovation
    Staff Exchange'
publication: Electronic Markets
publication_identifier:
  issn:
  - '14228890'
publication_status: published
publisher: SpringerNature
quality_controlled: '1'
status: public
title: Conceptualizing smart service systems
type: journal_article
user_id: '59677'
volume: 29
year: '2019'
...